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MobiControl Enrollment not working on device side

A
Andi
lakecountrycoop

Hello,

Earlier this morning I was remote viewing my Note 20 Ultra, which I enrolled as a BYOD device for testing. When I disconnected I notice my phone still had the screen sharing icon up. Figured it would go away at some point.

I pushed an update to the BYOD profile and a couple related app policies, and my phone. That's when I noticed agent was showing as "Connected, waiting for response from the server..." And would turn green.

I thought deleting the device (and removing the work profile) on the phone and re-enrolling would fix it, but when I try to enroll it just gets stuck on "enrollment is in progress" (until the screen goes out or I navigate away, where it says "failed to connect, please retry). If i keep the screen on it eventually just stays blank. When I look at the logs on the WebConsole it says successfully re-enrolled, multiple times.

Pretty new to MobiControl, but as far as I can tell there aren't any errors or warnings that I can see.

Update:

I tried the solution suggested below but it didn't work.

I did find the logs and there are warnings about Play Integrity Tests (specifically, the IMEI is showing up as unknown and some Integirty Tests fail). I changed the policy to force enrollment even if integrity tests fail and the latest log entry is an error regarding a failure to create an MGPA token for AE device.

I'm not sure if it's related but there's also an error on the management server saying it failed to update.

It's also worth noting that the Deployment Server diagnostic logs keep showing Pulse Checker trying to check in with its Device ID, and it's gone now but Deployment Server Extension diagnostic logs showed that the device ID already exists (despite the strict re-enrollment and the unenrolled deletion being turned on):

2024-04-30 14:22:23,927 (0x00001930) [ERROR] [ 83] PulseChecker: Disconnect Comm.Client.1421 [GMEW-PEBZ-C3WE-6LL3F-5VN3-LYWJ-K] due to no activity timeout
mobicontrol note 20 ultra re-enrollment android+
a year ago
SOTI MobiControl
ANSWERS
RS
Rafael Schäfer
a year ago

Never had issues with that but you can try following (in that order):

  1. Delete the work profile on the device and reboot it
  2. Delete the device from the console
  3. Check if re-enrollment works now

If this also doesn't work, it could be because data in the database to the device is confusing the system. So, check if "strict re-enrollment" is set in global settings -> Android -> Re-Enrollment Rule (and/or to ensure device gets fully deleted from the console when unenrolled via global settings -> Enrollment -> Unenrollment Actions but i assume this is not making a difference in this regard).
Be aware that especially the setting in the () will you loose data from this device in the console from previous enrollment(s).

A
Andi
a year ago

Hello,

Thank you so much for your response!


I tried this all and unfortunately it didn't work. I also tried factory resetting my phone in case it was something wrong on the device side but same issue.

I did find the logs and there are warnings about Play Integrity Tests (specifically, the IMEI is showing up as unknown and some Integirty Tests fail). I changed the policy to force enrollment even if integrity tests fail and the latest log entry is an error regarding a failure to create an MGPA token for AE device.

I'm not sure if it's related but there's also an error on the management server saying it failed to update.

It's also worth noting that the Deployment Server diagnostic logs keep showing Pulse Checker trying to check in with its Device ID, and it's gone now but Deployment Server Extension diagnostic logs showed that the device ID already exists (despite the strict re-enrollment and the unenrolled deletion being turned on).

RS
Rafael Schäfer
a year ago

Then please check on server side, maybe together with some DB experts from Soti, to clean this up and investigate as well into it deeper to find out why it's still in the DB to get this solved.

May i ask which version you use?

A
ABMOD@SOTI
a year ago

Hi Andi,

Thanks for posting on SOTI Pulse, Thanks Rafael Schäfer for responding to the post, your expertise and willingness to help are greatly appreciated!

Apologies from our side, for this particular issue we need to investigate further.

We request you to please raise a support case at log a case so that our agent can work on your query as quickly as possible.

A
Andi
a year ago

Hello,

We're still currently on Trial so I reported it to our sales engineer during a POC call who confirmed it's DB side but couldn't figure out what exactly was going on, just that it wouldn't let him delete the device. He said he'd look deeper into it if he has time, as support team might not help until the Trial period has ended.

No rush on anything though!

A
AKMOD@SOTI
a year ago

Thank you for letting us know about the updates , as Trial period has ended it would be hard to get the proper help but yeah you can definitely connect with the sales engineer and get the necessary help on getting license renewed and other queries can be shared with him.

If you have any additional questions or concerns, please don't hesitate to reach out. We're dedicated to providing assistance and support.

Thank you for choosing SOTI .

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